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KONE 2016 | SUSTAINABILITY REPORT
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QUALITY
solving tools. Employees are actively encouraged
to take part in improving product quality and
processes through an Idea Management System
and Kaizen continuous improvement practices.
Each of us is responsible for quality at KONE. It
is about caring to take action, not accepting less
than the expected level of quality, and caring
about what we pass on to our colleagues and
customers.
Solution creation quality
KONE’s new solutions are screened during
the early stages for quality, using quality
management tools and thorough verification
processes. In the design stage we define
critical quality parameters that all solutions
must fulfill in order to proceed to production.
Delivery and manufacturing
KONE is working to continuously improve
its delivery chain in terms of quality,
responsiveness, and efficiency. We make
sure that we deliver to the highest quality
standards. In 2016 KONE implemented the
10x Better Factory project aimed at improving
in-house production quality in equipment
component units around the globe. The
project helped harmonize process control
activities in our own production lines further.
As part of the project, solid and up-to-date
process control plans were created for each
workstation, and critical standard processes
are governed through real-time statistical
process control. The project enabled
production unit employees to improve their
quality-related competencies.
During the review year we continued to
implement our global production quality
guidelines that direct our production units on
their quality improvement journey. We built
production quality competencies through
eLearning materials and local classroom training
sessions at all our production sites. The trainings
will continue in 2017.
We have high standards for supplier quality.
KONE pays special attention to ensuring
our suppliers have excellent manufacturing
processes and process controls in place. In
2016 we focused on process quality audits,
quality development projects for continuous
improvements of our supplier quality. We also
created a supplier quality management process
KONE’s processes fulfill ISO 9001 quality
management system requirements.
KONE’s corporate units, all manufacturing units and R&D units are
ISO 9001 certified
30 of KONE’s major country organizations are ISO 9001 certified
99% of KONE’s strategic suppliers are ISO 9001 certified
for performing quality inspections in our
distribution center in Kunshan, China.
KONE’s installation process quality enables us
to monitor the installation quality at different
stages of the process. We take corrective action
if needed during installation, and conduct
thorough quality tests to monitor the outcome.
In 2016, we developed a new installation process
quality plan that will be implemented in 2017.
Maintenance quality
At KONE we are constantly working to maintain
the highest quality of service, and to keep
equipment in top condition for the best possible
user experience. KONE maintenance delivers
industry-leading customer value and quality.
We service over 1.1 million elevators and
escalators. We offer our expertise throughout
the entire life-cycle of a building as maintenance
and modernization are tailored to maximize
equipment performance.
KONE develops a unique maintenance plan
for each piece of equipment. Each technical
module is maintained at appropriate intervals.
This enhances quality and end user safety,
and minimizes equipment downtime. Clear
procedures for call handling, strong, real-time
support from the KONE Customer Care Center,
and detailed reporting and quality control on
every site visit guarantee quality in everything we
do. About 50 training hours per person per year
give KONE service technicians the latest technical
knowhow of the equipment they maintain.
KONE’s service technicians also receive training
on how to deliver a great customer experience
through positive and professional conduct and
communication.
Read more about KONE’s
- supply chain on p. 44
- suppliers on p. 46
QUALITY ACHIEVEMENTS
• In our annual employee survey,
Pulse, the questions about quality
received high scores
• We audit all of the main suppliers
that deliver direct materials to KONE
distribution centers or factories on a
regular basis
USING THE NEWEST TECHNOLOGY
IN RIDE COMFORT
KONE is investing more than ever in the
latest technology. We are, for example,
testing robot-aided systems for
precision installation together with VTT
Technical Research Centre of Finland,
with the aim of achieving better quality
in ride comfort and faster installation
times. With the tool, our installation
technicians can adjust guide rail
brackets in a more precise way, faster
than before. It provides better accuracy
compared to manual adjustments.
Improved accuracy helps reduce the
lateral quaking of the car, which in
turn increases ride comfort. The new
tool is currently in the pilot phase,
and it is being tested in KONE’s R&D
laboratories and in selected customer
projects.